Customer Service Team Lead

Role Overview: As a Team Lead Customer Service at Evonik India Pvt. Ltd., based in Thane, your role is crucial in translating the Customer Service (CS) India strategy into operational elements. You will lead the CS team operationally, ensuring the smooth functioning of day-to-day CS activities to meet the needs of internal and external customers. Your responsibilities include coordinating with supervisors and related functions, monitoring customer service processes, and collaborating with internal departments like sales, SCM, and logistics to ensure process efficiency. Key Responsibilities: - Manage complete customer service processes and related operations, aligning regional KPIs and strategies with the CS Hub Lead, India. - Lead a team of CS employees to ensure operational efficiency and implement continuous improvement processes. - Build and maintain strong customer relationships by serving as a bridge between external and internal customers. - Generate necessary data for reports, monitor monthly KPIs, and ensure compliance with regional and local CS processes and policies. - Develop the CS team by upskilling members for career advancement and oversee operational project rollouts on the local CS platform. - Coordinate end-to-end customer satisfaction, guide teams in supply chain and order processing, manage overseas shipments, and ensure efficient transport management. - Act as a Trade Compliance Expert/Manager for Resource Efficiency in the India region as per Evonik guidelines and support business personnel in handling complaints and sample requests. Qualifications Required: - 8-10 years of robust Customer Service experience in the Chemical/Pharma industry with significant team handling experience. - Proficiency in SAP is essential. - Strong background in team management is a prerequisite for this role.,